Another BOGO Rant
 

DW and I just finished a stay at the Marriott BWI on the Plat BOGO. Not the most glamorous use, but the wife had some seriously early days at the office during some systems tests. This turned a 45 min commute into a 2 min commute those days.

Anyway I digress......

We made the reservation through the the Plat line informing them of the BOGO with no problem.

Presented the coupon at checkin and got the "blank stare" from the check in person. However, they checked with the desk manager on duty and were instructed as to the procedure. (I only mention the blank stare because it would be nice if these folks were trained in advance on how to handle these.)

We used the BOGO dining on room service and it worked fine.

Naturally, the folio slipped under the door charged us with all nights. Frustrated, I went to the desk to checkout. They had no record of my BOGO and ofcourse I no longer had the coupon. She wanted me to name and describe the person that checked me in so that "as a courtesy" she would remove one night of our stay. She said that if "I had" presented a coupon, it would have been noted in my record. Basically, I was a liar and she was doing me a favor. :mad:

This happened last year at the same hotel. We had a flight the morning of checkout and no managers were on duty at the time to fix it on the spot. Ultimately, it was corrected. This time I tried to make sure all i's were dotted and t's were crossed.

IRRITATING.

I get the blank stare 3/4 times as well! Managers seem to get it, but had the same wrong charges at the Ren Walnut Creek last yr. It was promptly corrected tho. Maybe a Marriott Lurker will read this thread and schedule some trainings or at least an email?

I've used a lot of BOGOs and probably twice out of seven times have they been coded right. Luckily most of the time they just take care of it at checkout with no more aggravation, but I too have been given the third degree like I'm trying to steal a room because the hotel employee who checked me in put the coupon somewhere out of place and didn't note it in the record.

Can you ask for a receipt or a copy when you submit the coupon at check-in?

I have never used a BOGO but usually ask for a receipt or a copy of the BB coupons I give them at check-in.

Ive found more often then not, if they ended up charging me for the 2 nights and I needed to stop at the front desk and have them fixit, I ended up with 2 nights credited and pts for both nights:D

I am starting to think this is the way to go, althought should be unnecessary.

This issue, long-festering came up once again a few weeks back at about the time that the new Marriott Concierges were announced.

Here's that thread -- one of them, Marie, posted twice on the subject and what she said in her second suggested that it is, at long last, is gettng the attention it merits.

http://www.flyertalk.com/forum/showt...ighlight=marie

Yeah-it is very rare(maybe 2 out ten weekends)that this gets done correctly.
The chimps at the desk in this instance need to be chastised for treating you like this at checkout"as a courtesy"my Aunt Fannie.MOD's pressence would have been requested at that point-and the chimp would have been dismissed.

This issue-which has been a sore spot for at least three years(maybe longer)without any action on Marriotts part.

Horrid way to treat your best customers.

I agree with everything said above. Proper credit of the BOGO very rarely happens but I've learned just not to sweat it. Generally I call the front desk when I receive the incorrect invoice under the door and the credit is applied by the time I check out.

I fear that if we complain about this too much Marriott will just decide not to issue these BOGO's anymore and we will all have lost out on a fantastic benefit.

If the front desk "loses" the certificate you can just print out a new one (I keep an extra one handy just in case) and give it to them. And be sure to check the "check-in" and "check-out" dates on the final invoice. When they remove the free night it often changes the "check-in" date to the date you are making the correction ("check-out date") and you will either not get the two night stay credited or you will have to waste time calling customer service to apply both nights when you discover the nights were not properly applied to your account.

Anyway, Marriott--if you are listening: it would behoove you to fix the multitude of problems associated with reserving and redeeming these BOGO certificates but please don't eliminate the benefit--we love these and appreciate the free nights and free dinners--we just want it to work efficiently.

And one more message to Marriott--a bit off topic. Instead of buy one dinner get one free isn't it more fair to give a 50% discount to your Gold and Platinum best customers who often travel and DINE alone? We can't use the certificate if we are not traveling with another person. The hotel makes the same margin with 50% off and we can take advantage of the discount when traveling alone.

not only do I copy the BOGO but I also write on my copy when I'm still at my office:

Name of FDC ____________
Time delivered ___________
Noticeable facts __________ (this is just any observation that can be documented at the time of check in that might remind her of the transaction)

I just have the originial paper clipped to the copy and give them the original and fill in the blanks as I check in; and still they get it wrong and I go back with the copy and my notes and its cleared

Its amazing that it has come to this with FDC's; but its such a common occurance that I don't even think twice about doing this anymore

I just used BOGO at the London West India Quay. The front desk guy was completely clueless. He disappeared into a back room and came back after 5 or 6 minutes. He said no one knew what to do with it, but they'd keep it and get a manager to fix it in the morning. Well, the next morning I received a call and was asked where the original certificate was. I said, they don't send the little books out to me, the website says to print this out and present it as the certificate. He could read it right there on the printout I'd given to the clerk the night before. Ultimately, the accepted it, but it is an inconvenience to be questioned and badgered about these things. They should train their staff better.

I really want to confuse them
 

Ok I know I can use my BOGO cert on a public rate but can I pay for that public rate with a PP or BB? If so am I better off delivering it the next morning (ie, not at the time of check in with the BOGO)

me thinks not but i'm guessing someone has pulled this off or did the FDC lose both certs :eek:

I agree with your approach. However, this year's BOGOS were mailed coupon books, not online like last year.

My own experience matches much of what has been said here. I do think all front desk personnel should be trained on a regular basis about all these "promos" and how to handle them. "Blank stare" is NOT a proper form greeting your "most valuable customers". Hope the MR lurkers are reading this thread.

Having been burned couple of times, I tried to make a copy of the coupon around, just in case.

For the first time ever I had a BOGO processed correctly this past weekend at the Renaissance Washington DC off of 9th St. Turned the certificate in to the desk clerk at checkin (not a manager, but still seemed to know what it was) and the charge never showed up on my bill.